Executive Summary

Leapgen’s 2020 Workforce Experience and Service Delivery Practices Survey confirms and underscores the digitization of HR service delivery and workforce experience. While organizations are at very different points on this journey, the overall trend is unmistakable. Furthermore, it appears that COVID-19 will have an accelerating effect on this trend because of the dramatic, and to some degree permanent, increase in remote work. For millions of workers, the digital workplace is the workplace. 
Leading up to current circumstances the shift in emphasis toward employee experience was well underway. In our survey, employee experience was almost universally rated as “important” or “very important,” with about two-thirds of respondents stating that their organizations have a defined employee experience strategy in place. Nearly 40% of respondent organizations employ an individual or team dedicated to employee experience -- a recent phenomenon. 

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